128. How to Onboard Customers So They’ll Never Leave with Joey Coleman

If you know how to chase and catch customers or clients, but aren’t really sure what to do once you’ve caught them, you’ll want to listen to today’s conversation with award-winning speaker Joey Coleman! His first book, Never Lose a Customer Again, includes his methodology for what businesses need to do in the first 100 days to improve customer experience and retention. Joey has applied his methodology at organizations including Hyatt, NASA, and Zappos. Today, he’ll share this same methodology with you, and explain exactly how to turn any sale into a lifelong customer. Find Out More About Joey Here: joey@joeycoleman.com Joeycoleman.com @thejoeycoleman on Twitter Joey Coleman on LinkedIn Never Lose a Customer Again by Joey Coleman In This Episode: [01:51] - Joey talks about the experience of writing his first book, and how it went for him to work with Book in a Box. [06:45] - Stephan points out that it’s rare to be as generous as Joey, and that a lot of people will hold back. [08:55] - Stephan and Joey talk about Robert Allen, a previous guest on Marketing Speak. [11:28] - We learn about the basic premise of Joey’s books, as well as some of the frameworks that it includes. [14:45] - A lot of people, Stephan reiterates, focus on closing the deal instead of what happens afterward. [15:13] - Joey points out that in general, businesses are really good at the chase but not as good after there’s been a catch. [16:49] - What’s the solution to the broken system that Joey has been describing? [17:50] - Joey walks listeners through the eight phases that he has mentioned, all of which start with the letter A. [19:58] - We learn whether Dan Kennedy’s shock and awe box is part of the activation process. [20:21] - Having already talked about the first four phases, Joey moves into talking about the latter four phases. [23:57] - Joey imagines that listeners probably recognize and are good at some of the eight phases, and may not have even known about some of the others. [25:34] - How will Joey apply his own methodology to his book project? [28:49] - Stephan expresses that he doesn’t think that Joey will get the same level of interaction that he hopes, sharing his experience with his own book. [33:53] - Joey talks us through case studies to further explain what he means about buyer’s remorse. [36:49] - Stephan offers a similar example of his own, and Joey then provides a third example. [40:03] - Does Joey know what software is used for the personalized video example he’s just been talking about? [45:04] - Joey talks about how he’s addressing buyer’s remorse in the “affirm” phase with his own clients. [46:56] - Joey responds to Stephan’s point about podcasts, then shares an experience he had with a podcast he was a guest on. [49:55] - We hear Joey’s thoughts on podcast transcripts. [52:14] - Stephan talks about a tool he learned about in his recent conversation with Hani Mourra. [53:34] - We move from Joey’s eight phases to the six tools that help you maximize and optimize those eight phases. [57:04] - Stephan discusses a couple experiences he’s had from various TV appearances. [60:52] - Joey draws out two specific points from the story Stephan has shared about giving a gift. [63:03] - What’s the next step to get in touch with Joey to work with him or learn more about what he does? Links and Resources: joey@joeycoleman.com Joeycoleman.com @thejoeycoleman on Twitter Joey Coleman on LinkedIn Never Lose a Customer Again by Joey Coleman Tucker Max on Marketing Speak Book in a Box Robert Allen on Marketing Speak One Minute Millionaire by Robert Allen Dan Kennedy on Shock and Awe Packages on YouTube CADRE ConvertKit Zogics Hani Mourra on Marketing Speak SimplePodcastPress